ComplaintsforDriveway Finance Corporation
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have made all the payments to Driveway Finance for the last three months, May 6th, June 3rd and June 25th, 2024. I use bill pay through my bank, the money has been taken out of my account. They are calling stating that they have not received any payment. That they are going to take further steps to repo the vehicle if a payment was not made by June 12th, 2024. I have called them every week since June 1st, to see why they are not receiving the payments made by my bank. They stated that they use a third party company to process the payments, and they are aware of other loan accounts having the same issue. I asked them resolve the problem, but they have not done anything. They have reported this to the credit bureau. My girlfriend (***************************** who is also on the loan) and mine credit score was hit by 51 points. We called them this past week, June 10th to let them know we have proof of payment. They stated that they would check into it. As of Thursday, June 11th, 2024 one of our payments was put towards our account. I would like this issue to be investigated and our credit scores to be fixed. We have never been late on any of our other accounts, we pay everything on time.Business response
07/21/2024
Due to privacy laws, Driveway Finance Corporation cannot communicate through the BBB regarding results of our investigations into consumer complaints. We have received this complaint and documented it in our systems. Our teams will investigate the consumer's concerns and reach out directly to the consumer with the results of our investigation. The consumer can contact us directly at ************ Monday through Friday, 7am to 7pm PST to receive an update of our investigation.Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a car I purchased financed through them. Their website does not work, app does not work, paying over phone does not work and no matter how many times you call no one will answer. I need to make payments for my car but I physically cant and they are going to charge me late fees when theyre the ones making it so that I legitimately cannot make the payments.Business response
07/21/2024
I understand your frustration and am excited to share that there are changes in the works to enhance the user experience for borrowers on our website and the mobile app. Fixes are also on the way to improve our payment process and the methods available as well. All feedback has helped us learn what our borrowers need and we are working to implement them.
Customer Service Supervisor
Driveway Finance Corporation
************, Monday Friday, 7am 7pm PSTInitial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 22, the car from Driveway was delivered without a drive out tag so we could never use the allowed 7 days to test drive the car. It's now been 48 days and we still have not received a license plate. We have called numerous times just to have someone at Driveway to tell us they will call us back in an hour and they never do on any of the occasions. We have emailed with no response, we have chatted using the ******** chat only for them to tell us to call or email in which they don't respond to the emails already sent and never call back. We just want the license plate that we have already filed papers for and have paid for.Business response
07/21/2024
This complaint was submitted to the incorrect company and should be redirected to Driveway.com or Lithia Cares at ********************************************* Driveway Finance Corporation is an automotive finance company and does not sell vehicles.Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
After a year of making payments on my car, I refinanced. There was an overpayment to *************************** owe me $370.22. The loan was paid 5/16/24. I called Driveway on 6/12/24 due to the fact I had yet to receive my refund. He said it could take another week or 2. I attempted to call today 7/8/24 only to be on hold for 18 minutes before hanging up to try again & waiting for 4 minutes before giving up. There is no other phone number available. There is no online correspondence available.Business response
07/21/2024
We apologize for any inconvenience caused with connecting to one of our representatives. Our current average wait time for telephone assistance is 20 minutes. However, we are working to improve our call times by adding additional staff. Please note our hours of operation below. We do experience a high volume of calls during certain times of the day.
Customer Service Supervisor
**********************
************, Monday Friday, 7am 7pm PSTDue to privacy laws, Driveway Finance Corporation cannot communicate the results of our investigation of consumer complaints through the BBB. Our records indicate that the consumer's concerns are resolved but encourage them to contact us again if they have any further questions or concerns.
Customer response
07/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I accepted a loan from Driveway for a vehicle. I agreed to have ALL taxes for this vehicle to be paid and put on my loan. I get a letter stating that they didn't pay enough taxes in. When I called they stated this is on me.Business response
07/03/2024
We are sorry you are experiencing this issue, and we want to make sure you are able to reach out to the right people regarding the notices you received. Driveway Finance Corporation does not facilitate the tax transactions when the loan is made at the dealership. Driveway Finance Corporation purchases retail installment contracts from dealerships after the terms have been agreed to. The originating dealership facilitates all transactions with DMVs, tax agencies, and other ancillary products. We recommend you reach out directly to the dealership, ************* of ********, for assistance. Please do not hesitate to contact our offices directly at ************ 7am-7pm PST, Monday through Friday if you have any further questions or concerns.Initial Complaint
06/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Website and app are absolute garbage making it nearly impossible to make payment on line or view finance information about my auto loan. Makes me uneasy what my information that I entered when registration and where my information went since I cant even log in to account. It always says something went wrong. I would like to have someone from this company contact meBusiness response
06/28/2024
We sincerely apologize for your experience with our webpage. We have taken your complaint into our systems and will have someone reach out to you directly from our offices. We hope that our agents will be able to help guide you to use our website application.Initial Complaint
06/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am writing to file a formal complaint against Driveway Finance Corp/ Lithia Motors for their unethical business practices and failure to process my *** claim in a timely manner.Totaled Vehicle: My car was totaled, and my insurance company has made multiple payments to Driveway Finance Corp to cover the outstanding loan balance.*** Claim Filing: I filed a *** claim on March 14, 2024, to address the remaining balance. Despite this, Driveway Finance Corp has been dragging their feet on processing the claim.Unethical Practices:Collection Attempts: Driveway Finance Corp continues to attempt to collect payments from me, despite the ongoing *** claim and ligation process.Credit Reporting: The lender has inaccuraetly reported me as 60 days late to the credit bureaus. This is inaccurate given the multiple insurance payments received and the pending *** claim.Failure to Process *** Claim: Driveway Finance Corp has not processed the *** claim in a reasonable timeframe, causing undue stress and financial uncertainty.Business response
06/28/2024
Driveway Finance Corporation takes our consumers' privacy seriously. For that reason, due to privacy laws, we cannot report the results of our investigation into consumer complaints to the BBB website. Instead, we are taking this consumer complaint internally, and will investigate their concerns. Upon conclusion of the investigation, we will reach out directly to the consumer to let them know our findings. The consumer can always reach out to us directly at ************, or write to us directly at Driveway Finance Corporation, ********************************************. We are here to help with any concerns.Initial Complaint
06/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I financed a vehicle on 6/16/2024 through ******************* They have a mobile application and a desktop website that is inaccessible leading to conflicts with making payments and receiving pay off quotes. I attempted to email them and called them several times just to be placed on hold.Business response
06/28/2024
We apologize for any inconvenience caused with connecting to one of our representatives. Our current average wait time for telephone assistance is 20 minutes. However, we are working to improve our call times by adding additional staff. Please note our hours of operation below. We do experience a high volume of calls during certain times of the day. We understand your frustration and are excited to share that there are changes in the works to enhance the user experience for borrowers on our website and the mobile app. Fixes are also on the way to improve our payment process and the methods available as well. All feedback has helped us learn what our borrowers need and we are working to implement them.
Customer Service Supervisor
Driveway Finance Corporation
************, Monday Friday, 7am 7pm PSTInitial Complaint
05/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Company website and app is rarely functional, making it impossible to view your account details, financial details, and payment information.Business response
05/30/2024
We understand your frustration and we are excited to share that there are changes in the works to enhance the user experience for borrowers on our website and the mobile app. Fixes are also on the way to improve our payment process and the methods available as well. All feedback has helped us learn what our borrowers need and we are working to implement them. Please do not hesitate to reach out to our **************** team if you need us to help you with any of the information you are seeking.
****************
**********************
************, Monday Friday, 7am 7pm PSTCustomer response
05/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If this continues to be within the next few months I will be submitting another complaint.
Sincerely,
***************************************Initial Complaint
05/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I pay $645.18 every month. I may have been late once due to the mail. For several months this company indicates on my Payment Notice a late fee from 12/2022, when I have over paid the monthly amount due for several months. They should not notify customers of a late fee every month if they have already paid it.Business response
05/28/2024
For privacy reasons, Driveway Finance Corporation does not reply with sensitive information related to relationships with our consumers. Driveway Finance Corporation's records indicate that we have resolved the consumer's concerns with them directly on 5/14/2024. If the consumer has further questions or concerns, they may contact us directly at ************.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
108 total complaints in the last 3 years.
49 complaints closed in the last 12 months.